Dispute & Refund Policy

1. When a dispute can be opened

The Buyer can open a dispute during the Inspection Period, which starts when the Seller marks the Transaction as delivered. Typical reasons are that:

• the item, service or access was not received;
• the delivery differs materially from the description or terms agreed in the Transaction;
• the item is damaged, defective, incomplete or does not work as described;
• the access or credentials provided do not work or were withdrawn after delivery;
• the item is counterfeit or cannot lawfully be used as described.

Once the Buyer has accepted the delivery or the Inspection Period has ended, a dispute can no longer be opened on the platform and the funds may be released to the Seller. Buyers should therefore inspect deliveries promptly.

2. Non-delivery

If the Seller has marked the Transaction as delivered but the Buyer has not received the item, the Buyer should open a dispute before the Inspection Period ends. The Seller will be asked to provide proof of delivery, such as tracking information showing delivery to the agreed address.

If, after funds have been secured, the Seller does not deliver within the time agreed in the Transaction terms or, where no time was agreed, within a reasonable time, the Buyer should contact the Escrow Agent in the Deal Room. We will ask the Seller to deliver or to explain the delay. If the Seller neither delivers nor provides satisfactory evidence of dispatch, we may handle the matter as a dispute and refund the Buyer.

3. How to open a dispute

The Buyer opens a dispute on the Transaction page and explains in the Deal Room what is wrong and which outcome they are seeking, for example a refund after return of the item or a partial settlement. The Buyer should attach supporting evidence at the same time.

4. What happens to the funds

As soon as a dispute is opened, the funds held in escrow are frozen. They are neither released to the Seller nor refunded to the Buyer until the dispute is resolved by agreement of the parties, by our decision, or by a decision of a court or competent authority.

5. Negotiation period

The parties have 5 Business Days from the opening of the dispute to try to reach an agreement in the Deal Room. The Escrow Agent may help the parties communicate and may suggest a solution, but does not represent either party.

If the parties agree on a solution, such as a return and refund, a partial refund or release of the funds to the Seller, they confirm it in the Deal Room and the Escrow Agent carries it out. If no agreement is reached within the negotiation period, either party may ask us to decide, and we may also proceed to a decision on our own initiative.

6. Evidence

Each party should provide clear evidence supporting their position. Useful evidence includes:

• the Transaction description and terms;
• photos or videos of the item and its packaging, including serial numbers where relevant;
• shipping documents and tracking information;
• screenshots, logs or recordings showing whether a digital item or access works;
• expert or repair assessments, where appropriate;
• correspondence between the parties.

Evidence can be uploaded in the Deal Room in PNG, JPG, WEBP or PDF format, up to 5 MB per file. We may request additional information from either party and set a deadline for providing it. Communication that took place outside the Deal Room may be given less weight, because we cannot verify it. Submitting forged or manipulated evidence is a serious breach of our Terms of Service.

7. Our decision and timelines

If the parties do not reach an agreement, our dispute team reviews the Transaction terms, the Deal Room history and the evidence provided, and makes a decision, typically within 10 Business Days after all requested evidence has been received. Complex cases may take longer, in which case we will keep both parties informed.

The possible outcomes are:

• release of the funds to the Seller, where the delivery matches the Transaction terms or the Buyer's claim is not substantiated;
• a refund to the Buyer after the item has been returned to the Seller, where the delivery was not received or does not materially match the Transaction terms;
• a partial settlement, where both parties agree to divide the funds in a particular way.

We decide on the basis of the evidence available to us and act as a neutral escrow agent. Our decision determines how the funds held in escrow are handled; it is not a court judgment and does not limit the rights the parties may have against each other. Unless we receive evidence that court proceedings have been started, or an order of a competent authority, we carry out our decision after notifying both parties.

8. Returns

Where a refund depends on the return of the item:

• the Buyer must return the item in the condition in which it was received, with all accessories and packaging, to the address provided by the Seller in the Deal Room, within the time set by the Escrow Agent;
• the Buyer must use a tracked shipping method and enter the tracking details in the Deal Room;
• return shipping costs are borne by the Buyer, unless the Seller was at fault, for example because the item was not as described, defective or counterfeit, in which case they are borne by the Seller;
• once the return has been delivered, the Seller has the same Inspection Period as in the original Transaction to inspect the returned item;
• if the Seller confirms the return, or does not raise a justified objection before that period ends, the funds are refunded to the Buyer;
• if the Seller claims that the returned item is not the original item or has been damaged or used beyond inspection, we decide the matter under this policy on the basis of the evidence.

Where an item cannot be returned, for example a service that has already been performed, we decide on the basis of the evidence whether the funds are released to the Seller or refunded to the Buyer. For digital items and access, the Buyer must, where possible, stop using them and return, delete or transfer back the item or access before a refund is made.

9. Refund amounts and fees

• If a Transaction is cancelled before funds are secured, no Escrow Fee is charged.
• After funds are secured, the Escrow Fee is generally non-refundable, except where the refund results from our own error.
• Where a dispute is decided in the Buyer's favour because of non-delivery or misrepresentation by the Seller, we may charge the Escrow Fee to the Seller instead. In that case, any share of the fee paid by the Buyer is refunded to the Buyer.
• The actual costs of the refund transfer, such as bank, card or network fees, may be deducted from the amount refunded.
• Refunds are made in the Transaction currency. We are not responsible for exchange-rate differences between the date of payment and the date of the refund.
• No interest is paid on funds held in escrow, including during a dispute.

10. How refunds are paid

The Buyer provides refund details privately in the Transaction; they are visible only to the Buyer and our staff. Refunds are made only to an account or wallet held in the Buyer's own name, where possible the one from which the payment was made. Refunds typically arrive within 1 to 3 Business Days after we initiate them, depending on banks, payment providers and blockchain networks, and may be delayed where compliance checks are required.

11. Court proceedings

Our dispute process does not prevent either party from bringing the matter before a competent court or, where available, an alternative dispute resolution body. If a party informs us that court proceedings have been started and provides evidence of this, we may keep the funds frozen until the proceedings have ended.

We comply with final court decisions and orders of competent authorities concerning funds held in escrow and release or refund the funds in accordance with them.

12. Abuse of the dispute process

Opening disputes without good reason, making false claims, submitting forged or manipulated evidence, returning a different or damaged item, and pressuring the other party outside the Deal Room are prohibited. In such cases, we may decide the dispute against the party acting abusively, suspend or close their Account, and report suspected fraud to the competent authorities.

13. Contact

If you have questions about an open dispute, write to your Escrow Agent in the Deal Room. For general questions about this policy, contact support@guaranza.com.